Service Delivery Manager

EPAM, Київ, Харків, Львів, Дніпро, Одеса, Вінниця, Івано-Франківськ

Що робити

Manage financial and stakeholder aspects, including project P&L, gross margin optimization, steering committee facilitation, and client expectations management
Lead pre-sales & solutioning for services by designing operational models, transition plans, staffing models (24/7 / follow-the-sun), and pricing inputs for new managed services proposals and renewals
Own managed services account management, encompassing service delivery framework, managed services agreements (MSAs), operational governance, and CSAT/NPS
Supervise the delivery and rollout of on-premise and cloud IT infrastructure and services, including network, server, backup, and related capabilities
Coordinate IT operations and service delivery jointly with the client, internal teams, and company headquarters

5+ years of experience in Service Delivery Management, IT Project Management, Infrastructure Management, or a similar role
Background in managing IT infrastructure and service delivery, spanning on-premise and/or cloud environments
Understanding of ITIL/ITSM principles, including Incident, Problem, Change, and Request Management
Knowledge of Agile/Scrum/Kanban practices, release planning, sprint management, and delivery tracking
Understanding of the Software Development Life Cycle (SDLC) and modern software engineering practices

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